Why You Should Go Appointment-Based

67% prefer online bookings

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Making the switch to FrontDesk is easy

There are many reasons why cities should switch to an appointment-based system for your services. Whether you’re Government or Private sector, an appointment-based system can vastly increase the efficiency of your services. FrontDesk is your preferred option.

In this article, we will discuss everything you need to know about appointment-based models and why they are more effective than walk-ins. Let’s explore!

What is an appointment-based system?

An appointment-based system refers to a service delivery model in which customers can make an appointment to access a service. Typically, an online booking site is used for this, but other channels such as call center or a Smart Kiosk can be used. Using an appointment approach can also allow for better help for walk-ins.

What is the difference between appointment-based and walk-in systems?

Walk-in systems allow customers to access services without making an appointment. Walk-in systems aren’t efficient because they can lead to long wait times and customers clogging up the service area.

Walk-in systems mean that you have no control over the arrival time of customers and your staff can quickly become inundated with requests for services. This can cause service delays, staff burnout and frustration from customers.

In contrast, an appointment-based system allows you to manage customer demand by controlling the number of appointments available each day. You can control appointment times and lengths and can schedule a manageable workload for your staff. If you have less bookings than expected you can manage staff planning accordingly. If you in contrast become fully booked, you can easily release more times if your staff planning allows it.

What are the benefits of using an appointment-based approach?

An appointment-based system is more professional and customer-focused than a walk-in system. When you make an appointment, you are committing to a time and date to provide the given services. This means that customer know when they will be served and aren’t left waiting in line.

Appointment-based systems also allow you to manage your resources more effectively. You don’t have to worry about having enough staff, as you are able to schedule staff to meet the appointment load of any given day.

An appointment-based system allows you to provide a high level of customer service. By managing demand and controlling appointment times, you can ensure that customers are given the attention they deserve.

Key take-aways

  • Online bookings give staff an overview of the day
  • Online bookings free up resources for walk-ins
  • Manage staff resources and planning effectively
  • Get comprehensive data on where to optimize
  • Triage residents to the right channel – in-person or online service
  • Operate a hybrid model of appointments and walk-ins easily

Want to know more? Reach out today.

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“Cities or similar that do not currently use an appointment-based system should strongly consider making the switch.”

Using appointments to connect residents with your services

Cities should use appointments to connect with residents and businesses, providing fair access to services in a way that will ensure they get the attention they deserve. An appointment-based approach can quickly reduce workload, staff frustration, wait times and service delays, which can only be good news for your customers.

Research shows that an appointment-based model that takes advantage of automated reminders sees a 29% reduction in no-shows. No-shows are costly for cities, as they represent time and resources that could have been used for other appointments.

All in all, switching to an appointment-based model is an excellent idea.  It allows you to manage demand, provides a high level of customer service, and is more efficient than a walk-in system. Cities that do not currently use an appointment-based system should strongly consider making the switch.

Getting started with an appointment-based approach

Now that we’ve explored all the benefits of an appointment-based approach, you’re likely wondering how to switch to an appointment model.

Since 67% of people prefer to book appointments online, it’s pivotal that you use online booking software. This will allow residents to book appointments from the comfort of their homes, and they can receive automatic reminders, so they don’t forget their appointment.

Learn about FrontDesk’s onboarding process here.

A Hybrid Model

In some cases, it will make sense to offer a hybrid model of appointments and walk-ins. This could be the case to eliminate the digital divide – where e.g. parts of a population do not have access to a computer or telephone. It should also cater to customers who did not know about the ability to book an appointment online.

How do you build the perfect hybrid model of appointments and walk-ins?

Meet FrontDesk

Ready to switch to an appointment-based model within your company, city, county, state or province? Meet FrontDesk, an online booking, queue and visitor management platform that can help you manage your appointments and resources.

FrontDesk can integrate with your existing systems, reducing data entries, manual processes etc. It also offers automatic reminders, letting residents know when their appointment is coming up. If you want to handle walk-ins FrontDesk’s queue management tool and Smart Kiosk is your main tool to deliver safe, efficient and inspiring customer service.

Get in contact with our team to schedule a demo today and see how FrontDesk can help your place run smoother and more efficiently!

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